SA Medical Aid is a division of SA Financial Planners – an accredited Financial Services Provider
Financial Services Board Licence – FSP42208
Council for Medical Schemes Accreditation – ORG3655
Company Registration – 2015/306384/07
PO Box 1096
The Financial Advisory and Intermediary Services Act of 2002 (FAIS Act) and the Association for Savings and Investment South Africa (ASISA) requires Financial Services Providers to allow for the lodging of formal complaints through a required process.
We have a dedicated individuals to deal with different types of complaints who are skilled with assisting you to reach a resolution relating to the following:
- Service (administrative) or products, or
- advice that you have received by a SA Financial Planners (i.e. if a SA Financial Planners has rendered a financial service to you (on or after 30 September 2004, the advent of the FAIS Act) that has, or is likely to, cause you financial prejudice or damage; or acted contrary to the FAIS Act in such a way as to cause you financial prejudice or damages or treated you unfairly).
How you can contact us
Should your complaint be service or product related or about the advice that you have received from SA Financial Planners, please submit your complaint in writing using any of the following channels:
- Email – ClientCom[email protected]
- Post – SA Financial Planners, Suite 77, Private Bag X301, Broederstroom, 0240
- Telephone: 010 596 0400
- Fax: 086 2752 396
The complaint resolution process
If you have a service or product-related complaint, a service agent will contact you within a reasonable time period to discuss your complaint.
If your complaint is about the advice that you have received from a SA Financial Planners, the Complaints Officer will confirm receipt of your complaint and may make further contact with you should clarity be required. Your complaint will be investigated and discussed within a 4-week period, and we will revert to you with a resolution.
If you are dissatisfied with the findings relayed to you by SA Financial Planners, please note the details of ASISA and the FAIS Ombudsman for product and service related complaints and advice-related complaints respectively:
Physical address: Bridge House, Boundary Terraces, 1 Miriendahl Lane, Newlands, 7700
Postal address: P.O. Box 23525, Claremont, 7735
Fax: 021 673 1630
Email: [email protected]
Physical address: First Floor, East Wing, 21 Bond Street, Ferndale, Randburg, 2125
Postal address: P.O. Box 2618, Randburg, 2125
Fax: +27 (0)11 787 9710
The FAIS Ombudsman
The Office of the Ombudsman for Financial Services Providers
Physical address: Eastwood Office Park, Baobab House, Ground Floor, Cnr Lynnwood Road and Jacobson Drive, Lynwood Ridge, 0081
Postal address: P. O. Box 74571, Lynwood Ridge, 0040
Fax: +27 (0)12 348 3447